Global-e technical operations team
Tier 1 technical support exam
Questions list
SQL
3
SQL Tables
RED – table name
BLUE – column name
Counties
CountryId
CountryName
74
France
211
United
Kingdom
230
United States
SQL Tables
4
Prioritizing tickets
5
Ticket question 1
6
Ticket question 2
7
Log investigation
8
▪
The Exam contains 5 questions
▪
Answer all of the questions in English
▪
After the exam there will be an open discussion on some of the questions.
▪
The exam should take around 40 minutes.
Good Luck!
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MERGEFORM
AT 1
SQL Tables
RED – table name
BLUE – column name
Counties
CountryId
CountryName
74
France
211
United
Kingdom
230
United States
SQL
You can find the SQL tables In the next page
1.1 What will be the output of this query?
SELECT m.merchantname,
c.countryname,
m.city
FROM merchants m
JOIN countries c ON m.countryid = c.countryid
WHERE m.merchantid IN(232,599)
AND countryname LIKE 'United%'
Answer here:
The Output of this query would be 211 United Kingdom
1.2 Using the tables in the next page, write a query that shows the country name
and merchant ID for all active merchant countries (active countries are listed as 1
under IsActive)
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SQL Tables
RED – table name
BLUE – column name
Counties
CountryId
CountryName
74
France
211
United
Kingdom
230
United States
Answer here:
Select c.countryname, m.merchantid from Counties c Join Merchantcounties M where
m.isActive = 1
MerchantCountries
MerchantCountryId
MerchantId
CountryId
IsActi
ve
22055
91
74
1
3430
91
211
0
3429
91
230
1
11449
232
74
1
11576
232
211
0
11577
232
230
1
181687
599
74
0
181796
599
211
1
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SQL Tables
RED – table name
BLUE – column name
Counties
CountryId
CountryName
74
France
211
United
Kingdom
230
United States
181810
599
230
1
Merchants
MerchantId
MerchantName
CountryId
City
91
Marks and Spencer
Plc
211
Lond
on
232
Sigma Sports Ltd
211
Esher
599
IZIPIZI
74
Paris
Prioritizing tickets
Please order the following cases from 1 to 9 based on importance and the order you
will handle each one
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SQL Tables
RED – table name
BLUE – column name
Counties
CountryId
CountryName
74
France
211
United
Kingdom
230
United States
▪
1 is the most important, 9 is the least important
▪
all of them are active cases
▪
Tier 1 – Big merchant, Tier 2 – Medium merchant, Tier 3 – Small merchant
Ticket issue
Priority
A Tier 1 merchant opened a NEW ticket about 2 blocked Admin users
2
A Tier 3 merchant opened a NEW ticket about a few customers that complained about
a checkout issue
4
A Logistics team member REOPENED a ticket that a major issue thought to be resolved
is still on going
1
A developer replied on a ticket asking for more information on a previously escalated
issue
5
An account manager of a Tier 1 merchant opened a NEW ticket on behalf of the
merchant telling us the merchant has an issue loading the checkout page
3
A Tier 1 merchant opened a ticket notifying us of a Flash Sale that is scheduled to
happen in 12 hours
6
A Tier 2 merchant sent a notification about an upcoming maintenance they plan to
have
8
You get a call from home asking when you will be home.
9
A Tier 2 merchant replied on an OPEN issue and provided additional information as
previously requested
7
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MERGEFORM
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SQL Tables
RED – table name
BLUE – column name
Counties
CountryId
CountryName
74
France
211
United
Kingdom
230
United States
Ticket question 1
You have received the following ticket from a Tier 2 merchant,
A. Please describe the steps you take to handle the ticket (between 3-8 steps).
B. Write a reply to the merchant.
Hello Tech support team,
We have received complaints from several customers from Germany that they were unable to enter
the checkout,
we are currently running a 10% sale on our new collection.
Please check this issue and advise us when it will be fixed.
Thank you,
Boden technical team
Answer here:
A.
Step 1: Acknowledge the ticket and thank the merchant for bringing the issue to our attention.
Step 2: Gather information about the issue by asking for more details about the problem, such as the
specific steps that customers are taking when they encounter the error, the error messages they are
receiving and any relevant log files.
Step 3: Investigate the issue by checking the merchant's website and checkout process to see if there are
any known issues or bugs that could be causing the problem.
Step 4: Check the server logs and web analytics data to see if there are any patterns or trends that can
help to identify the cause of the problem.
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SQL Tables
RED – table name
BLUE – column name
Counties
CountryId
CountryName
74
France
211
United
Kingdom
230
United States
Step 5: If the problem is related to the checkout process, check the merchant's payment gateway to see
if there are any issues that could be causing the problem.
Step 6: Provide the merchant with an estimated time frame for resolving the issue and keep them
informed of progress on the resolution.
Step 7: Once the issue has been resolved, follow up with the merchant to confirm that the issue
has been fixed and that the customers are able to complete the checkout process without any
issues.
Step 8: Document the issue, the troubleshooting steps taken, and the resolution for future
reference.
B.
Reply to the merchant:
Dear Boden Technical Team,
Thank you for bringing this issue to our attention. We are currently investigating the issue and working to
resolve it as soon as possible. We have gathered the necessary information and are now checking your
website and checkout process for any known issues or bugs that could be causing the problem. We will
also check the server logs and web analytics data to see if there are any patterns or trends that can help
to identify the cause of the problem. We will provide you with an estimated time frame for resolving the
issue and keep you informed of progress on the resolution. We will follow up with you once the issue
has been resolved and confirm that customers are able to complete the checkout process without any
issues.
Thank you for your patience and understanding,
Tech Support Team
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MERGEFORM
AT 1
SQL Tables
RED – table name
BLUE – column name
Counties
CountryId
CountryName
74
France
211
United
Kingdom
230
United States
Ticket question 2
You received a ticket from an account manager of a NEW Tier 1 merchant, the ticket describes a
customer facing error in the checkout, the issue is intermittent.
A. What will be the first thing you do when receiving this ticket?
B. Do you need more information from the merchant, what extra information do you need?
C. 15 minutes after the ticket was opened you receive a call from the account manager, he tells
you the merchant is concerned about the issue and needs resolution ASAP, what will you do?
Answer here:
A.
The first thing I would do when receiving this ticket is to gather as much information as possible
from the account manager. This would include any error messages or screenshots they have, as
well as details about the specific steps the customer is taking when the error occurs.
Additionally, I would ask for any relevant information such as the browser and device type the
customer is using, the time of day when the error occurs, and if the error is consistent for all
customers or just a specific group. This information will help to identify the cause of the problem
and guide my next steps for troubleshooting the issue.
B.
It depends on the information provided in the initial ticket. However, in general, additional
information that may be helpful to have from the merchant in order to troubleshoot the issue
include:
●
●
●
●
●
C.
Detailed error messages and any associated log files.
Screenshots or videos of errors occurring.
information about the specific customer(s) who are expecting the error, such as
their browser and device type.
Information about the specific steps the customer is taking when the error
occurs, such as the pages they are visiting and the actions they are taking
information about the merchant’s website and the checkout process, such as
any custom code or third-party applications.
Any recent changes made to the website or checkout process that may have
contributed to the issue.
If I receive a call from the account manager 15 minutes after the ticket was opened, and they
inform me that the merchant is concerned about the issue and needs resolution ASAP, my first
step would be to assure the account manager that I understand the urgency of the situation and
that I will do everything possible to resolve the issue as soon as possible.
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SQL Tables
RED – table name
BLUE – column name
Counties
CountryId
CountryName
74
France
211
United
Kingdom
230
United States
My next step would be to check the information that has been provided in the initial ticket, and if
necessary, request any additional information from the merchant that may be helpful in
troubleshooting the issue. If I have enough information to start troubleshooting, I will begin by
reviewing any error messages or log files and look for any obvious issues. I will also check the
merchant's website and checkout process to see if there are any known issues or bugs that
could be causing the problem.
If the problem is related to the mrchant;s website, I will check the website server logs and
analytics data to see if there are any patterns or trends that can help identify the cause of the
problem. Also, I will check if there are any recent changes that were made to the website or
checkout process that could have contributed to the issue
If the problem is related to the checkout process, I will check the merchants’s payment gateway
to see if there are any issues that could be causing the problem.
If I am unable to find the root cause of the issue, I will reach out to my team for assistance and
escalate the issue as needed to ensure a prompt resolution. I will also keep the account manager
informed of my progress and any updates on the resolution of the issue.
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MERGEFORM
AT 1
SQL Tables
RED – table name
BLUE – column name
Counties
CountryId
CountryName
74
France
211
United
Kingdom
230
United States
Log investigation
Below is a log of an API call that failed, the log contains request URL, request body, and response
body.
A. What line in the log describes the issue?
B. What part of the request URL is the “query parameter”, also known as “query strings”?
C. How would you attempt to fix the error?
Request URL: http://api.global-e.com:8081/Order/GetShippingDocuments?merchantGUID=u17h310682dc-4e10-8n5a-70i24bba1c25
Request Body:
{
"OrderID":"GE8139543633FR",
"DeliveryReferenceNumber":"4026457",
"Parcels":
[
{
"ParcelCode":NULL,
"Products":
[
{
"ProductCode":"CENTRAL-JMTOUTOFOFFICE#77487",
"DeliveryQuantity":1
}
]
}
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MERGEFORM
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SQL Tables
RED – table name
BLUE – column name
Counties
CountryId
CountryName
74
France
211
United
Kingdom
230
United States
]
}
Response Body:
{
"IsSuccess":false,
"ParcelsTracking":null,
"TrackingDetails":null,
"Errors":[
{
"OrderID":" GE8139543633FR ",
"MerchantOrderID":"79360",
"ErrorCode":"A300",
"ErrorText":"Parcel Code cannot be NULL, please insert a value."
}],
"DeliveryAdviceInformation":null
}
Answer here:
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